Engage Voice | Using the Get Input node
When you’re building a basic IVR, you can use the Get Input node to accept data from callers. This data can be useful for determining branching paths and/or for collecting important information.
You can also attach audio files to each Get Input node. These might include recordings that prompt callers to provide input as well as recordings that play if the IVR receives no input or invalid input.
The Get Input node allows you to determine the total number of times callers can attempt to supply input and the number of seconds it will wait for callers to supply input before timing out.
There are two choices for the types of input IVRs can receive: Exact Input and Min & Max. You can use Exact Input to determine branching. If you choose Exact Input, you’ll assign predetermined variables to the pathways that extend from a Get Input node.
For example, you might want to give callers the option to choose between English and Spanish. In this case, you can attach an audio file that prompts callers to press 1 for English or 2 for Spanish. You can then use the Get Input connection properties to designate one pathway that calls take when 1 is pressed and another pathway calls take when 2 is pressed.
If you’d like to collect and store data using the Get Input node, you may use Min & Max — that is, minimum and maximum inputs — to do so.
Let’s say you’re designing an IVR that collects zip codes from callers. Since zip codes are five digits long, you could set the minimum and maximum inputs at five digits.
You could then configure the Get Input node to play a recording asking callers for their zip codes. You can then use reporting to retrieve those numbers later.
Adding a Get Input node
- Drag and drop the Get Input node from the palette onto the background.
- Hover over the Get Input node to reveal the popup menu and select Edit to open the Get Input Properties window.
- Enter a new name in the Node Id field (optional).
- Use the Type field to choose Min & Max or Exact Input from the dropdown menu.
- Check the Enable Speech Recognition box (optional — extra charges may apply).
- Ensure the Save Input for Reporting box is checked if you want to save information for reporting.
- If you checked the Enable Speech Recognition box, use the Language field to choose a language.
- Select audio files via the Audio File, No Input, and Invalid Input fields (optional).
- Click on the Manual Entry pencil and paper icon and provide the exact audio file name in the field that appears. OR
- Click on the Open Audio Library table icon to open the Audio Library window.
- i. In the Audio Library window, select your first audio file from a list of global or account-level audio files.
- ii. Click OK to return to the Get Input Properties window.
- Depending on which type of input you chose and whether or not you enabled speech recognition, various fields will appear. Configure these fields as desired.
- Enter a number in the Response Timeout field.
- Enter a number in the Total Attempts field.
- Click OK to close the window.
Get Input properties (basic)
- Node Id: This is the unique name given to a particular Get Input node that has been placed on the background. You can leave the default name or change it.
- Type: This field determines the type of input you want the IVR to accept.
- Min & Max: This means the IVR will accept input according to a range of characters you determine.
- Exact Input: This means the IVR will only accept specific forms of predetermined input.
- Enable Speech Recognition: Checking this box means callers can supply input through voice recognition (but doesn’t prevent them from using their dialpads). Extra charges may apply.
- Save Input For Reporting: If this box is checked, the IVR will store information supplied by the caller.
- Language: If you have speech recognition enabled, this field allows you to choose between English and Spanish.
- Audio File: This field allows you to choose one or more audio recordings that will play before callers supply input.
- No Input: This field allows you to choose one or more audio recordings that will play if callers fail to supply input.
- Invalid Input: This field allows you to choose one or more audio recordings that will play if callers supply invalid input.
- Response Timeout: This field determines in seconds how long the IVR will wait for callers to supply input.
- Total Attempts: This field determines the number of times callers can attempt to enter input. Let’s say you set the total attempts at 3. The first 2 times callers provide invalid information, the IVR will repeat the associated audio recording and give callers another chance to supply input. However, after the third invalid attempt, callers will not be given another chance. Instead, calls will disconnect and return a busy signal.
Helpful hint!
You may not want your IVR to disconnect calls when callers continue to enter invalid input. If that’s the case, keep in mind you can use a looping connector arrow. When you configure the properties for this looping connector arrow, just be sure to choose error in the Selection(s) field. Doing this will ensure that callers never reach the maximum number of total attempts. If you want to learn more about using looping arrows, read How to add and connect nodes.
Get Input properties (additional options for Min & Max)
If you select the Min & Max option from the Type dropdown, the following fields will appear:
- Speech Rec. Type: If you have speech recognition enabled, this field allows you to choose the type of input that will be recognized through speech recognition. Options include the following:
- Numeric Only: This means input will consist only of numbers.
- Alpha Only: This means input will consist only of letters.
- Alpha-Numeric: This means input will be a combination of numbers and letters.
- Min Length: This field determines the minimum number of characters for Min & Max input.
- Max Length: This field determines the maximum number of characters for Min & Max input.
Get Input properties (additional options for Exact Input)
If you select the Exact Input option from the Type dropdown, the following fields will appear:
- Speech Input: This determines the exact input that will be accepted from callers when speech recognition is enabled.
- DTMF Input: This determines the exact input that will be accepted from callers when speech recognition is disabled.
Helpful hint!
When using Exact Input in your Get Input node, you can only use numbers. The pound (#) and star or asterisk (*) signs are not supported.
Get Input connection properties
Once you add a Get Input node and configure settings in the Get Input Properties window, you’ll need to configure the settings for each arrow extending from the Get Input node. You can access these connection properties by double-clicking on the circle with the question mark on the connector arrow.
The main purpose of configuring these properties is to determine which input variable(s) should be associated with each pathway. However, keep in mind that one pathway can be associated with multiple input variables.
The options you’ll see in the Get Input Connection Properties window depend on whether you chose Min & Max or Exact Input. Each of these is discussed separately below.
Get Input connection properties (Min & Max)
If you selected Min & Max from the Type dropdown menu, you can configure the following connection properties:
- Digit: This field allows you to assign conditions or input variables to a particular pathway.
- “Error”: Clicking this button means that calls will be directed along this pathway when callers make an input error.
- “Any”: Clicking this button means that calls will be directed along this pathway regardless of what input they supply.
- Custom Input: Clicking on this button reveals a blank field in which you can supply custom input.
- Rank: The number you supply in this field determines which pathway takes priority whenever two or more paths share the same input variable. The pathway with the lowest rank — that is, the lowest number — takes priority.
Helpful hint!
If you’re using the Get Input node to collect information and not for branching, the “Any” button can be particularly useful. Selecting “Any” ensures that callers will continue along to the next node as long as valid input is entered. Valid input in this case would only mean input that is within the minimum and maximum length and whether it is numeric, alpha, or a combination.
Get Input connection properties (Exact Input)
If you selected Exact Input from the Type dropdown menu, you can configure the following connection properties:
- Selection(s): This field allows you to assign conditions or input variables to a particular pathway. The vertical list of options begins with the input variables that you supplied in the Get Input Properties window. Below those, you’ll see two additional options:
- error: Selecting this option means that calls will be directed along this pathway when callers make an input error.
- any: Selecting this option means that calls will be directed along this pathway regardless of what input callers supply.
- Rank: The number you supply in this field determines which pathway takes priority whenever two or more pathways share the same input variable. The pathway with the lowest rank takes priority.
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